公开(公告)号：US20060023868A1

公开(公告)日：2006-02-02

申请号：US10902621

申请日：2004-07-29

申请人： Anthony Dezonno ,  Roger Sumner ,  Sandy Biggam

发明人： Anthony Dezonno ,  Roger Sumner ,  Sandy Biggam

IPC分类号： H04M3/00 ,  H04M5/00

CPC分类号： H04M3/51

摘要： A method and apparatus are provided for processing information within a computing system. The method includes the steps of detecting a contact with a client of an organization that operates and uses the computing system for its own internal business purposes, providing a processing application within the computing system for distributing the detected contact to one of a plurality of human agents of the organization based upon a context of the contact, where said provided processing application has been previously divided into a sequence of separated software modules based upon a predetermined criteria, locating each software module of the sequence of software modules within a set of computers of the computer system where the set of computers are interconnected via a network and sequentially activating the sequence of software modules of the processing application by performing a search over the network to locate and activate each software module to process and distribute the contact to the human agent.

摘要翻译： 提供了一种用于在计算系统内处理信息的方法和装置。 该方法包括以下步骤：检测与组织的客户端的联系，所述组织的操作和使用所述计算系统用于其自身的内部商业目的，在所述计算系统内提供处理应用程序，用于将检测到的联系人分发到多个人代理之一 基于所述联系人的上下文，其中所述提供的处理应用程序先前已经基于预定标准被划分为一系列分离的软件模块，将所述软件模块序列的每个软件模块定位在所述软件模块的一组计算机内 计算机系统，其中所述一组计算机经由网络互连，并且通过在所述网络上执行搜索来顺序地激活所述处理应用的所述软件模块序列，以定位和激活每个软件模块以将所述联系人处理和分发给所述人类代理。

公开(公告)号：US20080008309A1

公开(公告)日：2008-01-10

申请号：US11006151

申请日：2004-12-07

申请人： Anthony Dezonno ,  Roger Sumner ,  Sandy Biggam ,  Jeffrey Hodson ,  Mary Moser ,  Mike Hollatz ,  Dave Wesen ,  Michael Sheridan

发明人： Anthony Dezonno ,  Roger Sumner ,  Sandy Biggam ,  Jeffrey Hodson ,  Mary Moser ,  Mike Hollatz ,  Dave Wesen ,  Michael Sheridan

IPC分类号： H04M3/00

CPC分类号： H04M3/5232

摘要： In one embodiment, a method is provided for routing calls within an automatic contact distribution system comprising assessing at least two evaluators programmed to collect information about identified sets of attributes associated with a call. The system then initiates the collection of information to enable the evaluators to assign a value to those attributed for which information exists. A comparison is then performed of the values assigned to the attributes in each evaluator. The call is then routed to the agent selected by the comparison.

摘要翻译： 在一个实施例中，提供了一种用于在自动联系人分发系统内路由呼叫的方法，包括评估至少两个评估者，其被编程以收集关于与呼叫相关联的所标识的属性集合的信息。 然后，系统启动信息的收集，以使得评估者能够为存在信息的属性分配一个值。 然后对分配给每个评估者中的属性的值进行比较。 然后将呼叫路由到通过比较选择的代理。

公开(公告)号：US20060147025A1

公开(公告)日：2006-07-06

申请号：US11015410

申请日：2004-12-17

申请人： Anthony Dezonno ,  Roger Sumner ,  Sandy Biggam ,  Mike Hollatz ,  Dave Wesen

发明人： Anthony Dezonno ,  Roger Sumner ,  Sandy Biggam ,  Mike Hollatz ,  Dave Wesen

IPC分类号： H04M3/00

CPC分类号： H04M3/523 ,  H04M3/5232

摘要： A method and apparatus are provided for automatic call distributors that route calls based in part on timely business information. The method includes providing a simulation model for calculating information and using this information from the model together with key process indicators information to generate decisions for routing calls.

摘要翻译： 提供了一种用于自动呼叫分配器的方法和装置，其部分地基于及时的业务信息路由呼叫。 该方法包括提供用于计算信息的模拟模型，以及使用来自模型的该信息以及关键过程指示符信息来生成路由呼叫的决定。

公开(公告)号：US20060248002A1

公开(公告)日：2006-11-02

申请号：US11117662

申请日：2005-04-28

申请人： Roger Summer ,  Anthony Dezonno ,  Jeff Hodson ,  Sandy Biggam ,  Michael Sheridan ,  Mike Hollatz ,  Dave Wesen

发明人： Roger Summer ,  Anthony Dezonno ,  Jeff Hodson ,  Sandy Biggam ,  Michael Sheridan ,  Mike Hollatz ,  Dave Wesen

IPC分类号： G06Q99/00 ,  G06Q40/00

CPC分类号： G06Q10/00 ,  G06Q40/025

摘要： An improved system and method for routing transactions based on business strategy and the ability to identify how the router selection outcomes meet the objectives of a business strategy. First, identifying business strategies along with key performance indicators (KPI) values. Then associating one or more objectives with one or more strategies on key performance indicators. The next step converts the objectives into routing rules which are sent to a routing engine and the transaction is routed.

摘要翻译： 一种改进的基于业务策略路由事务的系统和方法，以及识别路由选择结果如何满足业务战略目标的能力。 首先，确定业务战略以及关键绩效指标（KPI）值。 然后将一个或多个目标与关键绩效指标的一个或多个策略相关联。 下一步将目标转换为发送到路由引擎并且事务被路由的路由规则。

公开(公告)号：US20060147024A1

公开(公告)日：2006-07-06

申请号：US11017457

申请日：2004-12-20

申请人： Anthony Dezonno ,  Sandy Biggam

发明人： Anthony Dezonno ,  Sandy Biggam

IPC分类号： H04M7/00

CPC分类号： H04M3/5191 ,  H04L12/2854 ,  H04M3/523 ,  H04M3/527

摘要： A method and apparatus for providing transaction services to one of a plurality of organizations where such transaction services are provided for servicing contacts with clients of the organization through an independently operated contact processing system having a communication connection with the organization through the Internet. The method includes the steps of a contact controller of the organization providing contact control instructions for servicing the contacts to a control interface of the contact processing system and a web services publisher exchanging control information between the organization and contact controller through the Internet for the servicing the contacts with the clients of the organization.

摘要翻译： 一种用于向多个组织中的一个提供交​​易服务的方法和装置，其中提供这种交易服务用于通过具有与组织通过因特网的通信连接的独立操作的联系人处理系统来与组织的客户端进行服务的联系。 该方法包括以下步骤：组织的联系人控制器，其提供用于将联系人维护到联系处理系统的控制界面的联系人控制指令，以及Web服务发布者通过因特网在组织和联系人控制器之间交换控制信息，以便为 与组织的客户联系。

公开(公告)号：US20060045067A1

公开(公告)日：2006-03-02

申请号：US10929872

申请日：2004-08-30

申请人： Anthony Dezonno ,  Roger Sumner

发明人： Anthony Dezonno ,  Roger Sumner

IPC分类号： H04L12/66

CPC分类号： H04L43/18 ,  H04L43/00

摘要： A method and apparatus for collecting session information from a packet routing device. The method includes the steps of detecting a header packet of a communication session within a communication stream passing through the packet routing device where the communication stream contains packets from a plurality of users, comparing a type of the detected header packet with a list of headers that are to be collected and storing a message header of the header packet and only the message header in a file indexed by an identifier of the session when the header matches an entry within the list of headers to be collected.

公开(公告)号：US07058169B2

公开(公告)日：2006-06-06

申请号：US10649539

申请日：2003-08-27

申请人： Roger Sumner ,  Anthony Dezonno

发明人： Roger Sumner ,  Anthony Dezonno

IPC分类号： H04M3/00 ,  H04M5/00

CPC分类号： H04M3/5233

摘要： The apparatus and method provide assistance to an agent in a communication system, such as a communication system having an automatic call distributor. The method has the steps of determining skills of each agent of a plurality of agents, storing the determined skills for respective agents of the plurality of agents as skill records in a database, retrieving the skill record of a predetermined agent from the database, comparing the skill record of the predetermined agent to the skill records of the other agents in the database, selecting an agent from the plurality of agents based on the comparison of skill records, and establishing communication between the predetermined agent and the selected agent. The skill record of a predetermined agent is retrieved when the predetermined agent of the plurality of agents requests to communicate with another of the agents of the plurality of agents. The apparatus implements the method. The method and apparatus provide the ability for an agent or an inbound caller to solicit assistance from a group of similarly or higher skilled agents, especially in remote environments where, in the case of an agent, the agent does not have direct contact with other agents.

摘要翻译： 该装置和方法为诸如具有自动呼叫分配器的通信系统之类的通信系统中的代理提供帮助。 该方法具有以下步骤：确定多个代理的每个代理的技能，将确定的多个代理的代理的技能存储在数据库中作为技能记录，从数据库检索预定代理的技能记录，比较 预定代理人对数据库中的其他代理人的技能记录的技能记录，基于技能记录的比较从多个代理中选择代理，以及建立预定代理与所选代理之间的通信。 当多个代理的预定代理请求与多个代理的代理中的另一个代理进行通信时，检索预定代理的技能记录。 该装置实现该方法。 所述方法和装置提供了代理人或入站呼叫者从一组相似或更高技能的人员中获得援助的能力，特别是在代理人的情况下，代理人不与其他代理人直接接触的远程环境中 。

公开(公告)号：US20050047583A1

公开(公告)日：2005-03-03

申请号：US10649539

申请日：2003-08-27

申请人： Roger Sumner ,  Anthony Dezonno

发明人： Roger Sumner ,  Anthony Dezonno

IPC分类号： H04M3/523 ,  H04M3/00 ,  H04M5/00

CPC分类号： H04M3/5233

摘要： The apparatus and method provide assistance to an agent in a communication system, such as a communication system having an automatic call distributor. The method has the steps of determining skills of each agent of a plurality of agents, storing the determined skills for respective agents of the plurality of agents as skill records in a database, retrieving the skill record of a predetermined agent from the database, comparing the skill record of the predetermined agent to the skill records of the other agents in the database, selecting an agent from the plurality of agents based on the comparison of skill records, and establishing communication between the predetermined agent and the selected agent. The skill record of a predetermined agent is retrieved when the predetermined agent of the plurality of agents requests to communicate with another of the agents of the plurality of agents. The apparatus implements the method. The method and apparatus provide the ability for an agent or an inbound caller to solicit assistance from a group of similarly or higher skilled agents, especially in remote environments where, in the case of an agent, the agent does not have direct contact with other agents.

摘要翻译： 该装置和方法为诸如具有自动呼叫分配器的通信系统之类的通信系统中的代理提供帮助。 该方法具有以下步骤：确定多个代理的每个代理的技能，将确定的多个代理的代理的技能存储在数据库中作为技能记录，从数据库检索预定代理的技能记录，比较 预定代理人对数据库中的其他代理人的技能记录的技能记录，基于技能记录的比较从多个代理中选择代理，以及建立预定代理与所选代理之间的通信。 当多个代理的预定代理请求与多个代理的代理中的另一个代理进行通信时，检索预定代理的技能记录。 该装置实现该方法。 所述方法和装置提供了代理人或入站呼叫者从一组相似或更高技能的人员中获得援助的能力，特别是在代理人的情况下，代理人不与其他代理人直接接触的远程环境中 。

公开(公告)号：USRE43205E1

公开(公告)日：2012-02-21

申请号：US11484829

申请日：2006-07-11

申请人： Roger Sumner ,  Anthony Dezonno

发明人： Roger Sumner ,  Anthony Dezonno

IPC分类号： H04M3/00 ,  H04M5/00

CPC分类号： H04M3/5233

摘要： The apparatus and method provide assistance to an agent in a communication system, such as a communication system having an automatic call distributor. The method has the steps of determining skills of each agent of a plurality of agents, storing the determined skills for respective agents of the plurality of agents as skill records in a database, retrieving the skill record of a predetermined agent from the database, comparing the skill record of the predetermined agent to the skill records of the other agents in the database, selecting an agent from the plurality of agents based on the comparison of skill records, and establishing communication between the predetermined agent and the selected agent. The skill record of a predetermined agent is retrieved when the predetermined agent of the plurality of agents requests to communicate with another of the agents of the plurality of agents. The apparatus implements the method. The method and apparatus provide the ability for an agent or an inbound caller to solicit assistance from a group of similarly or higher skilled agents, especially in remote environments where, in the case of an agent, the agent does not have direct contact with other agents.

摘要翻译： 该装置和方法为诸如具有自动呼叫分配器的通信系统之类的通信系统中的代理提供帮助。 该方法具有以下步骤：确定多个代理的每个代理的技能，将确定的多个代理的代理的技能存储在数据库中作为技能记录，从数据库检索预定代理的技能记录，比较 预定代理人对数据库中的其他代理人的技能记录的技能记录，基于技能记录的比较从多个代理中选择代理，以及建立预定代理与所选代理之间的通信。 当多个代理的预定代理请求与多个代理的代理中的另一个代理进行通信时，检索预定代理的技能记录。 该装置实现该方法。 所述方法和装置提供了代理人或入站呼叫者从一组相似或更高技能的人员中获得援助的能力，特别是在代理人的情况下，代理人不与其他代理人直接接触的远程环境中 。

公开(公告)号：US20060143116A1

公开(公告)日：2006-06-29

申请号：US11022742

申请日：2004-12-27

申请人： Roger Sumner ,  Anthony Dezonno

发明人： Roger Sumner ,  Anthony Dezonno

IPC分类号： G06Q40/00 ,  G06Q99/00 ,  G06Q20/00

CPC分类号： G06Q10/06375 ,  G06Q10/0637 ,  G06Q10/06393 ,  G06Q10/10 ,  G06Q20/207 ,  G06Q30/018 ,  H04M3/5175 ,  H04M3/5232 ,  H04M2203/402

摘要： A business method and system is provided for reporting routing transactions using business strategy and tactics information. In one embodiment, a contact center evaluator, a routing rules engine and a business rules evaluator are provided. Information may be input into the contact center evaluator from a contact center and to the business rules evaluator from a business system. Further, a routing engine is provided and reports are generated based on business information and decisions made for routing a call or transaction.

摘要翻译： 提供了一种业务方法和系统，用于使用业务策略和策略信息报告路由交易。 在一个实施例中，提供了联络中心评估器，路由规则引擎和业务规则评估器。 信息可以从联络中心和业务系统的业务规则评估者输入到联络中心评估者。 此外，提供路由引擎，并且基于业务信息和为呼叫或交易路由选择而做出报告而生成报告。